Payment, invoices et duty-free

To satisfy a greater number of people, we tried to give as muc options as possible. Here are the payment methods accepted via our secure platform:

  • Carte Bleue
  • E-Carte Bleue
  • Visa et Visa Electron
  • Maestro
  • Master Card
  • PayPal
  • Credit (made in a shop or on the website)

Ps: our platform does not allow payments via American Express

Payment failures

If you have trouble in issuing a payment, don't panic. Try refreshing the page first. If this still doesn't work, you can try to place your order from another browser (Safari, google chrome etc.

Finally, as a last resort, you can use another card or select another payment method.

If, despite all your attempts, you still cannot make your payment, please do not hesitate to contact our customer service. All contact details are here ! They are available from Monday to Friday from 9.30 am to 6.30 pm.

Invoices

All the invoices associated with your orders are available in the "Order history and details" in your customer account. They can be viewed and downloaded at any time for all orders placed since the creation of your account.

Duty-free

We do not offer tax relief on our products for all purchases made on our website.

Delivery methods and shipping costs

France

Below you will find the delivery times and costs associated for each carrier.

Given the current circumstances, we offer Colissimo delivery in France, at home and without signature, for all orders placed on the eshop. Delivered in 4 to 7 working days

By Colissimo Post with signature:

  • Delivery : within 3 to 5 working days
  • Fees : For free for orders over 150€ - 6€ for orders below this amount.

At one of our boutiques:

  • Delivery : within 48 working hours
  • Fees: For free, isn't life beautiful?

By TNT express delivery:

  • Delivery : within 24 hours except weekends and public holidays
  • Fees : 8€

Mondial Relay :

  • Delivery : within 3 to 5 working days
  • Fees : free for orders over 150€ - 3€ for orders below this amount.

Mr Pasha (only in Ile de France)

  • Delivery : within 48 working hours
  • Fees : For free for orders over 150€ - 3€ for orders below this amount.

If you want to be delivered abroad, it is always possible, DHL will take care of that for you…

Étranger (DHL)

  • In Europe, the delivery will cost you 5€. Here is the list of the lucky countries: Belgium, Germany, Spain, Luxembourg, Netherlands, United Kingdom, Austria Finland, Greece, Italy, Poland, Portugal, Czech Republic, Sweden, Denmark, Eire, Romania, Slovakia, Croatia, Estonia, Holy See (Vatican City State), Latvia, Lithuania, Hungary, Slovenia, Bulgaria
  • In Switzerland, Norway or Liechtenstein, the delivery will cost you 10€.
  • And so that nobody feels left out, we also ship to the rest of the world. The delivery will cost you 12€. Here is the list of the lucky countries: Canada, China, Japan, United States, Hong Kong, Singapore, South Korea, Israel, Algeria, Andorra, Bangladesh, Cambodia, Cyprus, East Timor, Egypt, Gibraltar, Guadeloupe, Guernsey, India, Indonesia, Jersey, Macedonia, South Africa, Malaysia, Malta, Martinique, Mayotte, Mexico, Moldova, Montenegro, Morocco, Philippines, Reunion Island, Serbia, Sri Lanka, Taiwan, Thailand, Tunisia, Turkey, United Arab Emirates, Vietnam, Albania, Bosnia-Herzegovina, French Guiana.
  • Finally, for all other countries in the world delivery will cost you 20€ with DHL.

Ps: For administrative reasons, we are currently unable to ship our products to Russia.

One last detail before you go: in case of delivery outside metropolitan France, administrative and / or customs fees may be applied by the carrier.

Order tracking

Your package is shipped the same day as your order, but only if it is placed before 11:30 am (excluding weekends and public holidays). If that's not a good reason to get up early, I don’t know what is.

Once your package has been shipped, you will be informed by e-mail. You will then receive the tracking number provided by the carrier you selected.

You can follow the progress of your package at any time thanks to the tracking number on the website of the corresponding carrier, or by clicking on your tracking page.

Delayed delivery

If your delivery is delayed, don't worry, we invite you to contact directly the carrier you have selected for delivery with your tracking number.

They will be able to give you the most precise information about the status of your package. You will find all the corresponding numbers below :

  • Colissimo - 09 72 72 12 13
  • Mondial Relay - 09 69 32 23 32
  • DHL - 0 825 10 00 80
  • TNT - 08 25 033 033

If despite all this information, you have not found an answer to your question, you can contact our customer service from Monday to Friday from 9.30 am to 6.30 pm. All contact details are here !

Lost orders

Unfortunately, it happens that packages get lost and in this case, you must contact the carrier first, in order to make a delivery dispute. If your order is declared lost by the carrier, in order for us to proceed with your refund, it is necessary to provide us with a signed sworn statement that the carrier has lost your package. Here is the necessary information to provide on your certificate:

  • Last name First name
  • Tracking number of the parcel
  • Reference and date of your order
  • Delivery address (home or relay point)

Here, if necessary, are the numbers of each carrier:

  • Colissimo - 09 72 72 12 13
  • Mondial Relay - 09 69 32 23 32
  • DHL - 0 825 10 00 80
  • TNT - 08 25 033 033

Product exchange

If you are in Paris, in Bordeaux or in Toulouse, you are lucky! You have the possibility to make a standard exchange or to deposit your pair in one of our Stores, we will refund within 5 working days. As a reminder, here are the addresses of our boutiques:

  • L’Échoppe Marais 25 rue Vieille du Temple 75004 Paris / Téléphone : 01 48 87 64 67
  • L’Échoppe Abbesses 36 rue des Abbesses 75018 Paris / Téléphone : 09 52 33 19 39
  • L’Échoppe Bordeaux 52 rue de la Porte Dijeaux 33000 Bordeaux / Téléphone : 05 57 59 31 46
  • L’Échoppe Toulouse 25 rue Saint Antoine du T 31000 Toulouse / Téléphone : 05 34 33 01 16

For the others, unfortunately, we do not make standard exchanges on m.moustache.com. For a new size, another model or another colour, simply re-order on our e-shop and send us back the model that does not suit you! Don't wait to long in placing your new order to be sure you have stock.

As soon as we receive your return, we will, of course, refund your first order.

Please note that all purchases made from one of our retailers are directly processed by them, so we invite you to contact them directly.

Product return

Given the current circumstances, returns are being extended from 30 to 45 days.

Don't panic! If the size does not suit you, or if you have changed your mind (which is a pity), you have a period of 30 days after delivery of your order to make the return. But be careful, only products returned in perfect condition, in their original boxes will be accepted. So don't go dancing with your shoes on if you don't want to keep them, we might not take them back afterwards!

A small bonus, if you are in Paris, Bordeaux or Toulouse, you can return directly to one of our Stores. To find their addresses, it's THIS WAY! And for other cities, know that we are doing our best today to open new Stores all over France. Be patient, Mr. Moustache is coming.

The return costs are at our charge, if the order has been placed on our website for all the country below:

      • Germany, Belgium, Netherlands, Luxembourg
      • United-kingdom, Irland, Italy, Spain, Autria, Portugal
      • Estonia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Switzerland, Hungary
      • Greece, Finland, Malta, Croatia, Romania
      • Australia

Simply use the prepaid return form contained in the package and follow our instructions:

      • Place the M. Moustache box directly into a cardboard box,
      • Fill in the return form with your name and the reason for the return (please
      • Glue the prepaid slip to the cardboard,
      • Drop it off at a post office.

And that's it!

For all orders placed outside the European Union, we unfortunately cannot cover the fees of the returns yet. You can send your package without forgetting to indicate your name, the reason for the return, your order number and a short note of love for our teams, to the following address:

      • M-MOUSTACHE C/O EFILOG LOGISTIQUE
      • 2 RUE DES TAILLANDIERS
      • 72800 LE LUDE FRANCE

Finally, we prefer to specify it, but as you are smart, it is quite obvious that products returned damaged, incomplete, dirty or without the original packaging will not be taken back, exchanged or refunded. We're nice, but still, I mean… Last but not least, do not hesitate too long, because after 30 days from delivery, the goods will not be taken back, exchanged or refunded.

Is that all understood? If you have any questions, don't hesitate, you know where to find us! ( customer service, of course.)

If you have misplaced the prepaid return voucher included in your package, simply contact our customer service, all contact details are here! They will be available Monday to Friday from 9:30 am to 6.30 pm. Take your order reference with you, they will then be able to create a new return voucher for you.

Tracking my return

When you make a product return, it is imperative that you keep/note the return number present on the return voucher in your package. You can also keep the proof of deposit (right part of the return label) affixed with the postmark, it will serve as insurance throughout the return journey of your package! Thanks to its elements, you will be able to track your return in the "parcel tracking" section on the post office website.

To make all this easier, we are working to make returns tracking available directly on your customer account. Please be patient, we are working to make this happen as soon as possible.

Quality problem

At M.Moustache, we listen to our customers and guarantee shoes with quality materials, we work every day thanks to your feedback on the conception our products.

If you notice a quality problem with your pair of shoes, contact customer service as soon as possible by e-mail, you will find all the details here! They will be available from Monday to Friday from 9.30 am to 6.30 pm. Don't forget to attach photos of the defect and the name of the product. We will then study your request, if it is a defect noticed within 4 months after purchase and recognized by the product team we will then find the best solution to help you.

Refund deadlines

In order to get a refund, you must first return your package to us. And of course, you must return the products to us in perfect condition and in their original packaging, so don't go crazy with your shoes if you want your money back! Once your package has been received by us, we will refund your purchase within 30 days of receipt. We'll do it as soon as possible, we promise!

Please note that all purchases made from one of our resellers are processed directly by them, so we invite you to contact them directly.

Discount vouchers and credit notes

Discount codes and coupons do not work on products already discounted during the defined sales and promotion periods (sales, black friday etc).

You can only use one code at a time and they are not cumulative.

In order to take advantage of your discount/coupon code, simply indicate by clicking on "Have a promo code?" on the right above the price detail in your basket. Then click on "Add" for validate the code, the total of your order will be automatically updated.

To use your credit on the site, it is exactly the same operation as a discount code!

If you wish to use a credit note created in one of our shops on the site, you must first contact our customer service so that it transforms your credit note so that it became valid on the site.

To contact them: you will find all the details by clicking here! They will be available from Monday to Friday from 9.30 am to 6.30 pm.